Privacy Policy

1. Introduction

Trenovaxia ("we", "our", or "us") is committed to protecting the privacy and personal information of our customers, website visitors, and all individuals who interact with our services. This Privacy Policy explains how Trenovaxia collects, uses, stores, shares, and protects your personal data when you visit our website, use our services, or communicate with us.

Trenovaxia operates from 42 Bree Street, Cape Town Central, Cape Town, 8001, South Africa, and is subject to the Protection of Personal Information Act, 2013 (POPIA), the Electronic Communications and Transactions Act, 2002 (ECTA), and applicable international data protection laws including the General Data Protection Regulation (GDPR) where applicable to European Union visitors.

By accessing our website or using our services, you acknowledge that you have read, understood, and agree to the terms of this Privacy Policy. If you do not agree, please refrain from using our website and services.

2. Information We Collect

Trenovaxia may collect the following categories of personal information:

2.1 Information You Provide Directly

• Full name, email address, phone number, and physical address when you submit a contact form or enquiry
• Preferred e-bike model, range requirements, terrain preferences, and budget information when making purchase enquiries
• Payment and billing information when purchasing Trenovaxia products or services
• Communication records including emails, phone call notes, and live chat transcripts
• Test ride booking details including preferred dates, times, and model preferences
• Feedback, reviews, and survey responses

2.2 Information Collected Automatically

• IP address, browser type, operating system, and device information
• Pages visited, time spent on pages, click patterns, and referral URLs
• Cookies and similar tracking technologies (see Section 6 — Cookie Policy below)
• Geographic location data derived from your IP address

2.3 Information from Third Parties

• Analytics data from Google Analytics and similar platforms
• Social media profile information if you interact with our social media pages
• Payment verification data from payment processing partners

3. How We Use Your Information

Trenovaxia processes your personal information for the following lawful purposes:

• To respond to your enquiries about Trenovaxia products, services, and pricing
• To process and fulfil orders for electric bikes, accessories, and services
• To schedule test rides, service appointments, and custom build consultations
• To communicate important updates about your orders, deliveries, and account
• To send marketing communications about new Trenovaxia models, promotions, and events (with your consent)
• To improve our website, products, and customer experience through analytics
• To ensure the security of our website and prevent fraudulent activity
• To comply with legal obligations under South African law, including POPIA, SARS requirements, and consumer protection regulations
• To manage our business operations, including accounting, auditing, and internal record-keeping

4. Legal Basis for Processing

Under POPIA and applicable international regulations, Trenovaxia processes personal data based on the following legal grounds:

• Consent: Where you have provided explicit consent, such as subscribing to our newsletter or accepting cookies
• Contractual necessity: Where processing is required to fulfil a contract, such as processing an e-bike purchase order
• Legitimate interest: Where processing is necessary for our legitimate business interests, such as improving our products and services
• Legal obligation: Where processing is required to comply with applicable laws and regulations

5. Sharing of Personal Information

Trenovaxia does not sell, rent, or trade your personal information. We may share your data with the following categories of third parties only as necessary:

• Payment processors: To securely process financial transactions for Trenovaxia purchases
• Delivery partners: To ship your Trenovaxia e-bike or accessories to your specified address
• Analytics providers: Google Analytics and similar services to analyse website usage (anonymised data)
• IT service providers: For website hosting, email services, and technical infrastructure
• Legal authorities: When required by law, regulation, court order, or governmental request
• Professional advisors: Accountants, auditors, and legal advisors as needed for business operations

All third-party service providers engaged by Trenovaxia are contractually required to protect your personal information and process it only in accordance with our instructions and applicable data protection laws.

6. Cookie Policy

Trenovaxia uses cookies and similar tracking technologies on our website to enhance your browsing experience, analyse traffic patterns, and personalise content.

6.1 Essential Cookies

These cookies are strictly necessary for the operation of our website. They enable core functionality such as page navigation, security features, and access to secure areas. Essential cookies cannot be disabled as the website cannot function properly without them. These cookies do not store any personally identifiable information.

6.2 Analytics Cookies

Trenovaxia uses Google Analytics and similar analytics tools to understand how visitors interact with our website. These cookies collect information such as pages viewed, time spent on site, bounce rate, and traffic sources. Data collected is aggregated and anonymised. Analytics cookies help us improve our website structure, content, and user experience. You may opt out of analytics cookies through our cookie consent banner or by adjusting your browser settings.

6.3 Functional Cookies

These cookies remember your preferences and choices, such as language settings and previously viewed Trenovaxia models, to provide a more personalised experience on subsequent visits.

6.4 Managing Cookie Preferences

When you first visit the Trenovaxia website, you will be presented with a cookie consent banner offering you the choice to accept or reject non-essential cookies. You can change your cookie preferences at any time by clearing your browser cookies and revisiting our website. Most web browsers also allow you to control cookies through their settings, including blocking all cookies, accepting only first-party cookies, or deleting cookies when you close the browser. Please note that disabling certain cookies may affect the functionality of our website.

7. Data Retention

Trenovaxia retains your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by applicable law:

• Customer purchase records: 5 years from the date of last transaction (as required by SARS)
• Enquiry and communication records: 2 years from the date of last contact
• Marketing consent records: Until you withdraw your consent
• Website analytics data: 26 months (Google Analytics default retention period)
• Cookie data: As specified per cookie type (session cookies expire when you close your browser; persistent cookies expire after their set duration)

8. Data Security

Trenovaxia implements appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These measures include:

• SSL/TLS encryption for all data transmitted through our website
• Secure server infrastructure with regular security updates and patches
• Access controls limiting personal data access to authorised Trenovaxia personnel only
• Regular security assessments and vulnerability testing
• Employee training on data protection and privacy best practices
• Secure disposal of personal data when no longer required

While Trenovaxia takes all reasonable steps to protect your information, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security but are committed to continuous improvement of our security measures.

9. Your Rights Under POPIA

Under the Protection of Personal Information Act (POPIA) and applicable international regulations, you have the following rights regarding your personal data held by Trenovaxia:

• Right of access: Request confirmation of whether Trenovaxia holds your personal information and obtain a copy
• Right to correction: Request correction or updating of inaccurate or incomplete personal information
• Right to deletion: Request deletion of your personal information where it is no longer necessary or where you withdraw consent
• Right to object: Object to the processing of your personal information for direct marketing purposes
• Right to restriction: Request restriction of processing in certain circumstances
• Right to data portability: Receive your personal information in a structured, commonly used, and machine-readable format
• Right to withdraw consent: Withdraw your consent to processing at any time without affecting the lawfulness of prior processing
• Right to lodge a complaint: File a complaint with the Information Regulator of South Africa if you believe your rights have been infringed

To exercise any of these rights, please contact Trenovaxia at info@trenovaxia.co.za or write to us at 42 Bree Street, Cape Town Central, Cape Town, 8001, South Africa. We will respond to your request within 30 days as required by POPIA.

10. International Data Transfers

Trenovaxia primarily stores and processes your personal data within South Africa. In cases where data may be transferred to third-party service providers located outside of South Africa, we ensure that adequate safeguards are in place, including contractual obligations that comply with POPIA Section 72 requirements and, where applicable, GDPR adequacy decisions or standard contractual clauses.

11. Children's Privacy

Trenovaxia's website and services are not directed at children under the age of 18. We do not knowingly collect personal information from minors. If you believe that a child has provided personal information to Trenovaxia, please contact us immediately at info@trenovaxia.co.za and we will take steps to delete such information promptly.

12. Changes to This Policy

Trenovaxia reserves the right to update this Privacy Policy at any time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically. Continued use of the Trenovaxia website and services after any modifications constitutes your acceptance of the updated Privacy Policy.

13. Contact the Trenovaxia Information Officer

If you have any questions, concerns, or requests regarding this Privacy Policy or the processing of your personal information, please contact Trenovaxia's designated Information Officer:

You also have the right to lodge a complaint with the Information Regulator of South Africa at:
The Information Regulator (South Africa), JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001.